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Big Finish - For the Love of Stories

New Website FAQ

Big Finish: New Website & App FAQ

Welcome to the new Big Finish online home! We have been working hard to upgrade our systems to provide a faster, more modern experience for the love of stories.

While the migration of our massive database is complete, we know you may have questions about how to find your way around during this transition period. Rest assured: Your account data, purchases, and wishlists are safe.

Below is a guide to the most common questions we are receiving.

1. Where is my library?

Your downloads are all there, but the way you access them depends on how you are visiting us today.

On a Computer (Laptop/Desktop):

  • Click the Login button in the upper right corner.
  • Once logged in, click on your Name (upper right) to open your dashboard.
  • Select Downloads from the menu.

On the Mobile Website (Phone/Tablet):

  • Tap the three horizontal lines (menu) in the upper left corner.
  • Scroll to the bottom and tap Log In.
  • Once signed in, tap the menu lines again.
  • The Pro-Tip: Scroll down past "Collections." Just under "Contact," you will see My Account. Tap the arrow next to "My Account" (not the words themselves) to reveal the sub-menu.
  • Tap Downloads to see your library.

2. What about the Big Finish App?

The new website required a database move, which means the app needs an update to "talk" to the new system.

  • Apple iOS Users: An update is now available in the App Store. Please update your app at your earliest convenience. Once updated, your library will re-sync. This may take some time during high-traffic periods, so we recommend keeping your phone awake while it syncs.
  • Android Users: Your update is currently being reviewed by the Google Play Store. We are in their hands for the final release and expect it very soon.
    • Note: If you are already logged in, your offline content remains available. However, you won't be able to trigger new downloads until the update is live. In the meantime, you can stream or download files directly from the website.

3. "I've Got This" & Missing Indicators

We hear you! The "You've Got This" indicator is a fan-favorite feature, and we are working to reinstate it as a priority.

  • Current Workaround: You can use the free-text search field within your account "Downloads" section to quickly check if you already own a specific title.

4. I can't find a specific purchase in my library.

If your library count looks different, it may be because free podcasts were not moved in the initial migration. If a paid purchase is missing:

  • Check your Filters: Ensure they are set to "All Ranges" and "All Release States."
  • Try hitting Reset or Update after entering a keyword.
  • If it’s still not there, email sales@bigfinish.com with the title and your original order number.

5. Troubleshooting Login & Orders

  • Password Resets: If your reset link returns an error, please wait a few minutes and try again; our servers are currently handling a very high volume of requests.
  • Checkout Issues: If you are having trouble placing an order, go to My Details and ensure your "Delivery Address" is filled in—even for digital-only orders. If you don't have a "Line 2" for your address, simply repeat "Line 1" in that box to help the system process the payment.
  • Wrong Currency: Log in to your account. If the currency doesn't update, go to My Details and manually set your "Preferred Currency."

6. App Playback: Single Track vs. Multiple Tracks

We are aware that a small handful of titles are showing as multiple MP3 tracks in the app rather than a single audiobook file. We are working on a fix for these specific titles.

  • On the Website: Always ensure you select the M4B version for a seamless, single-file experience.

Thank you for your patience and for being part of the Big Finish family. We are monitoring all feedback and will continue to update this page as we refine the new site!